Avis Budget Group Tulsa , OK 74120
Social Media Support Specialist
Research, resolve and respond to customers regarding their car rental experience worldwide. This will cover all aspects, pre, during and post rental of the customer's interaction with the company. Accurate communication of policies and procedures in conjunction with the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction and promotes customer loyalty. Achieve and maintain performance expectations of a statistical and qualitative nature which will include professional and efficient handling of the customer's social media post and accurate completion of the administrative and follow up duties when required. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.
Essential Duties and Responsibilities
Assist customers using social media websites, online tools, email and phone regarding their rental car experience. Using company empowerment guideline to negotiate and resolve normal customer issues and complaints and communicate the solution in a professional manner. Proper use of the case escalation process when appropriate.
Accurate and timely completion of the reports regarding negotiated resolutions; accurate logging of contact types; correct assignment of reason and sub-reason codes; correct cost center assignment for charge backs and proper use of the reason and proper use of the reservation systems to process reservations.
Accurate completion of forms/reports to be forwarded for special handling; prepare written communication to customers when appropriate and accurate completion of adjustments for customers
Respond to user inquiries with high quality, speed, empathy and accuracy
Follow up frequently with customers throughout the life of their complaint resolution
Investigate and resolve issues that are reported on social media such as requests for support, troubleshooting website problems and general customer service challenges
Assist team with building an engaging brand presence on Facebook, Instagram, Twitter, etc.
Help to execute tactics that will promote growth on our social media sites
This position does not have formal supervision responsibilities.
Qualifications (may vary by level)
High School Diploma. Associate's degree preferred.
Minimum of 2 years current related experience in a customer care environment or inside sales.
Previous Social Media Engagement Experience preferred
Required Knowledge, Skills and Abilities
Superior interpersonal and written/verbal communication skills; ability to thrive in a cross-functional, team-based environment is critical
Displays professionalism and positive attitude to develop and nurture prospect relationships
Strong negotiation, decision making, and problem solving skills
Strong self-starter who thinks on his/her feet to solve problems. Ability to recommend, and initiate work and projects with minimal direction
Attention to detail, time management skills, exceptional initiative & follow-through skills
Advanced personal computing skills, including keyboarding skills
Ability to write, think and work quickly without losing focus
Develop a friendly rapport with customers in 140 characters or less
Ability to handle complex customer issues while maintaining a positive attitude
Ability to demonstrate strong initiative to exceed expectations.
Strong understanding of social media platforms and experience using social media monitoring tools a plus
Ability to maneuver through various systems to provide the customer accurate information
Ability to effectively communicate with customers, managers and co-workers; to quickly and easily read others through verbal and written cues
Regular and punctual attendance is required
Minimal travel is required.